[LS] Lumion is not installing correctly

1. Download failed and 'Contact Support' pop-up appears

1.1: Answer:

Part 1 - Asking for preliminary information

Hello 

 

Thank you for getting in touch. I'm sorry to hear you are having installation problems.

 

To get the ball rolling, please attach a Diagnostics Report to your next reply:

 

 

Also, a Windows System Information Report is always helpful:

Windows Start or Windows Search -> type in "System Information" -> select the System Information app -> File Save to .NFO file.

Let us know how you get on.

 

NOTE: this article is in draft as at 22/08/200)

 

Part 2 - Troubleshooting

 

Hello again,

 

Thank you for the information.

 

We might have to get you to go over a few steps again in order to get things working.  

 

I can see that you were successfully using an older version of Lumion, so if you are now not able to run it anymore, it is possible that the updated version tried to install on top of the existing one.

Troubleshooting Pt. 1.

  1. Which version did you uninstall?

The update is a standalone setup that installs to a different folder and should not affect your current version.  

There is plenty of free file space on C: and D: drives and the PC is compatible with Lumion.  The Diagnostic Report is not able to give us any other information that would help with the install process.

  1. However, if there were any errors with the download then it would help to see the log file for the download.  Please attach a copy of the logfile.txt in the Downloads folder (if exists).

Troubleshooting Pt. 2.

  1. Check for Lumion versions using Windows Apps -> list.
  1. Uninstall all Lumion items in Windows Apps -> Uninstall.
  2. Again check in Windows Apps that there are no other versions of Lumion.  You can keep any LiveSync for SketchUp (or Revit etc) plugins if you use any of those.

Troubleshooting Pt. 3

  1. Locate the Download Manager '.exe' file and all '.BIN' files that are part of the installer files.  The default location is in the Downloads folder of Windows.  

- In Windows Explorer, create a new folder on the Desktop.  Name it, say, Lumion Installer.
- Select all Lumion files and move them to that folder.
- Open/run the Download Manager.exe file by right-clicking and selecting Run as administrator.
- It will check and verify the files.  If there are any parts still requiring download it will try and do so.  If there are any errors then please send us:

6.1: A screenshot of the error message.

6.2: Another copy of the logfile.txt.

6.3: A screenshot of the files in Windows Explorer similar to the above.  Please make sure that the list is sorted in 'Name' order, and clearly shows the size.

  1. If the Download Manager completes the process without error, then you can open the Installer file.
    Ensure that the folder Lumion is to install to is C:\Program Files\Lumion.  Note that you can install on the D: drive if you prefer.
  2. If there are any problems with that install, please send us screenshots of the error messages.

 

2. Background information:

2.1: References:  Zendesk Support Request

2.2: Editor notes:

Moving and rerunning the Download Manager should not trigger any antivirus software.  But if so then:

 

Reviewer Comments:

This article is work in progress and will be updated accordingly every time we get a Support Request with potentially relevant content.

A note on where the pathway for this resource:

Our key resource for these types of issues is searching Tickets along with IKB, and mainly the EKB and then training/experience of the unusual.

Here I think we need more of a guide article than a case-based article. IE steps and strategies to get to a resolution. As such it's an ongoing article.

If issues are sitting in IKB and not EKB then it should be under the spotlight for why - for dev required such as the suggestions sent to Artur a while back, or stuff for EKB.

So our best time is spent on evaluating tickets for common issues, why we haven't got it in the key Download EKB and then taking it from there.